Revenue and Reservations Manager

Full-Time

Description

Do you want to make a difference in the lives of those around you, be part of something bigger, and love where you work? 

Join a community that values respect, integrity, inclusion, empathy, experimentation, and well-being. At Hyatt, diversity, equity, and inclusion are at the core of our purpose: to care for people so they can be their best.

Recently renovated with striking architecture, art, and bespoke culinary experiences, Park Hyatt Toronto offers a sophisticated, approachable luxury with a distinct character highlighting our Yorkville location.

Why should you work at the Park Hyatt Toronto? 

Complimentary meal during shift  Paid medical days and paid personal days  Employer RRSP Matching Contributions  Complimentary hotel nights and discounts at Hyatt properties around the world  Extended Health and Dental benefits for you and your dependents 30 days after joining  Tuition reimbursement program  2023 and 2024 Great Place to Work Certified  

About the Role

The hotel Revenue Manager at Park Hyatt Toronto will oversee the efficient operation of the reservation team and assist the Director of Revenue with analysis and deployment of commercial strategy. Responsibilities include:

Ensuring all bookings are accurately recorded and guests are informed about hotel policies and procedures related to their stay. Managing room inventory to optimize availability for bookings while avoiding overbooking. Coordinating with other departments, such as housekeeping and front desk, to ensure rooms are clean, well-prepared, and ready for arriving guests.

This role plays a key part in delivering seamless guest experiences and maintaining high operational standards. 

Main duties and responsibilities:

Manage the Reservations team & all rooms reservations processes for the hotel. For both individual and group bookings. Assisting the Director of Revenue Manager in developing new Reservations/Revenue SOP’s for the team following the introduction of a new property PMS. Manage the Reservations team to meet and exceed budgeted targets. Develop the Reservations team to ensure the constant delivery of excellent guest and customer service. Ensure all email traffic is monitored and reservations appropriately recorded and checked – dates, price, market segmentation, sources etc. Manage no-show and cancelled reservations and process charges according to hotel policy. Work closely with the Sales team to help identify leads and convert leads to confirmed bookings. Liaise with the Director of Revenue to maximise room revenue. Assist the Director of Revenue with daily, weekly and monthly revenue reporting. Deal with customer complaints & reviews in a professional and efficient manner, ensuring guest satisfaction at all times.

Revenue and Occupancy Management:

• Monitor room availability and pricing strategies in coordination with the Revenue Manager.
• Implement up-selling and cross-selling initiatives to optimize revenue.
• Analyze booking trends, market conditions, and competitor performance to provide recommendations for pricing adjustments.

Team Leadership:

• Manage day-to-day departmental organisation, prioritise, plan and assign work. Provide mentoring, coaching and regular feedback to improve team member performances
• Create and manage team schedules to ensure smooth operations.

Reservation Operations:

• Ensure the accuracy and completeness of all reservation data in the Property Management System (PMS).
• Manage group bookings, special requests, and room allocation in collaboration with relevant departments.
• Handle guest inquiries, reservations, modifications, and cancellations promptly and professionally.

Guest Experience:

• Maintain a high level of personalized service by understanding guest preferences and anticipating needs.

Reporting and Analysis:

• Monitor key performance indicators (KPIs), such as booking conversions rates and average daily rate (ADR).
• Collaborate with the revenue and sales teams to develop strategic plans based on data insights.

System Management:

• Ensure the efficient operation of the hotel’s reservation systems and tools.

Requirements

• Degree or diploma in Hospitality Management, Business Administration, or a related field is preferred.
• Minimum 3-5 years of experience in reservations or revenue management within the hospitality industry.
• Experience in managing a team is highly desirable.
• Proficiency in Opera Cloud and online distribution tools.
• Strong analytical skills with the ability to interpret and act on data.
• Excellent communication and organizational skills.
• Problem-solving capabilities and attention to detail.
• Fluency in English; additional language skills are an advantage.

Park Hyatt Toronto is dedicated to offering employment accommodation in compliance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for a job opportunity, please inform the Human Resources department if you require accommodations.